Hello Community,
First, wanted to be clear about some acronyms I may use (I think most may understand)
- REQ (Request)
- RITM (Requested Item)
- CR (Change Request)
- INC (Incident)
Hoping to find some guidance around an issue that my team is experiencing with task relationships. We're gathering how all different task types can be related to one another and how that's visible on the different records. Our biggest hurdle at this point is understanding the Change Request --> REQ/RITM relationship. Currently, we have a process in place where a CR can be created from a RITM using a related list on RITM records, Change Requests. Using New or Edit gives you the ability to associate a RITM with a CR.
The problem here is that once a CR is created from a RITM, the RITM# is then populated in the Parent field of a CR. However, we're hoping to use parent/child change requests in the future, which also uses that same Parent field. For some reason, other Task types associated with change requests do not get populated in the CR parent field. Here are examples I'm talking about:
Change opened to resolve Incident
On an incident record, I right click the banner to open a CR to resolve the incident. This creates a relationship between the two- On the CR, the related list Incidents Pending Change displays the INC which I created the CR from
Notice that the Parent field is not populated with the INC#, although it was created from an INC
Similarly this the case, when a Change is opened to resolve a Probelm
However, when creating a Change from a RITM, the RITM record appears in the Parent field!
- Is there a Related List that can accomplish this instead of using the Parent field? I would like this to work similarly to how Problem and Incident function with Change.
- Does it have something to do with the UI action which is doing this on the Related List of Change Request?
Hoping someone has experienced this before and has a way of not populating the Parent field on Change and instead, uses a Request Related List to represent the RITM associated with the Change.
Thank you for your help in advance!
-Marques
